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Refund policy

You have 14 days from receiving your order to request a return. Once your request has been accepted you have a further 14 days to return your item/s to us. We must receive your returned goods within 28 days of your delivery date to be eligible for an exchange, store credit or refund. After 28 days your return request will be cancelled.

Exchanges will require additional shipping costs to ship the new item/s to you. For UK orders only, we may ship out your exchange item/s free of charge on a standard service if:

  • You paid for Express shipping on your original order
  • Your order is £90+

You can request a return in your customer account on your order page, by telephone 01254 279666 or by email info@thebighorseshop.co.uk. You must include your order number in your request as well as any new item/s or sizes if you are requesting an exchange.

Due to our order processing efficiency, order cancellation requests can only be submitted up until a dispatch notification is sent to you with a tracking link. After you receive a dispatch notification you will have to submit a return request to cancel your order.

We do not provide a return label, all order return / cancellation shipping is the customers responsibility. We recommend using a fully tracked and insured service as we will not be liable for any returned goods getting lost in transit.

Returned goods must:

  • Be unused
  • Be unworn
  • Be unwashed
  • Be unaltered
  • Be in original condition
  • Be free from hair, dirt, odours, marks, bedding, or damage
  • Include original packaging and tags
  • Be clean
  • Be returned in resaleable condition

We reserve the right to reject returns where:

  • Products have been worn or used
  • Products show signs of stable or field use
  • Products carry odours, hair, mud, or marks
  • Products are damaged due to misuse, poor handling, accidental or wear and tear

Rejected returns will be returned to the customer at the customer’s expense, or refunded to store credit only with deductions made.

In some circumstances we reserve the right to offer a credit note minus a damage fee. The percentage of the value withheld from the refund amount will be determined by us dependant on the degree of damage or dirt.

You must include a completed return form within your parcel, this must clearly state your order number and name. Returns sent without this can not be processed or refunded. 

Returns can only be processed once items have been received and inspected in our warehouse.

All non-returnable items will be clearly marked with ' NQP ' meaning not quite perfect. The imperfections of the items will be clearly stated in the product description. These items may have faults or marks and can't be returned to us for any reason.

By placing an order, you accept that The Big Horse Shop Ltd.’s decision as to the suitable condition of a return is final and is not subject to appeal.